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Genesys CTI Technical Discussion / The Impact of CTI on Customer Experience.
« Last post by Danielpoope on October 15, 2025, 02:43:44 AM »
In my opinion, the integration of CTI systems significantly enhances the customer experience by streamlining communication and providing agents with vital information at their fingertips. But what if the reliance on technology starts to overshadow the human touch in customer service? Could we be heading towards a future where empathy and personal connection are sacrificed for efficiency?
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Genesys CTI Technical Discussion / Maximizing Efficiency with Genesys CTI Tools.
« Last post by Danielpoope on October 15, 2025, 02:43:12 AM »
I believe that leveraging the full potential of Genesys CTI tools can significantly enhance operational efficiency in customer service environments. But what if we are merely scratching the surface of what these tools can truly achieve? Could there be untapped features or integrations that, if explored, might revolutionize our approach to customer interactions?
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Genesys CTI Technical Discussion / Maximizing Genesys CTI Efficiency in Call Centers.
« Last post by Danielpoope on October 14, 2025, 10:21:52 PM »
I believe that optimizing Genesys CTI can significantly enhance call center productivity. However, what if the real bottleneck isn't the technology itself, but rather the mindset of the agents using it? How do we shift the culture to embrace these tools fully, rather than just viewing them as another layer of complexity?
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Genesys CTI Technical Discussion / Exploring the Future of Genesys CTI Integration.
« Last post by Danielpoope on October 14, 2025, 10:18:08 PM »
I believe that the future of customer interaction is heavily reliant on seamless integration between platforms. As we enhance our Genesys CTI capabilities, are we inadvertently creating a dependency on these systems that could stifle innovation? What happens if a new technology emerges that disrupts this ecosystemwill we be ready to adapt, or will we cling to the familiar?
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Genesys CTI Technical Discussion / Exploring the Limitations of Genesys CTI Integration.
« Last post by Danielpoope on October 14, 2025, 05:13:44 PM »
I believe that while Genesys CTI offers powerful tools for enhancing customer interactions, its integration with other systems can sometimes fall short. What if the real barrier to optimal customer service isn't the technology itself, but the lack of creative thinking in how we utilize these tools? Are we limiting our potential by sticking to conventional methods instead of innovating with the capabilities of Genesys CTI?
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Genesys CTI Technical Discussion / Exploring the Future of Genesys CTI Integration.
« Last post by Danielpoope on October 14, 2025, 05:13:02 PM »
I believe that the integration of Genesys CTI with emerging AI technologies has the potential to revolutionize customer service. But what if we fully automated the decision-making process in customer interactions? Would we sacrifice the human touch for efficiency, or could AI enhance the customer experience in ways we haven't yet imagined?
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Genesys CTI Technical Discussion / Re: Allow internal transfer when agent is in not ready state.
« Last post by catanirex on September 29, 2025, 02:14:05 PM »
If the internal call is made via routing you can use the ForceRoute block for these calls. Have you tried that?
You can also create a custom NotReady code ("Agreed to take call when in NR") and check if agent is in that specific state, and only the do the Force Route.
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Genesys CTI Technical Discussion / Allow internal transfer when agent is in not ready state.
« Last post by PFCCWA on September 22, 2025, 10:15:36 AM »
Hello,
Has anyone managed to allow internal transfer calls (instant or consult) when receiving agent is in not ready state?
in our case, receiving agent has agreed to the transfer, agent1 with call performs transfer but call does not route.
if receiving agent2 changes state to ready they receive call.
there are reasons this wont always work ie if we have queuing calls, they will route to agent2 if they become ready.
Checked WDE (v8.5) and SIP Server (v81) options which sound like they would allow it but doesnt work.
thanks,
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Genesys CTI Technical Discussion / Re: Anyone still using Genesys On-Prem / Engage?
« Last post by PFCCWA on August 28, 2025, 09:15:53 AM »
thanks for checking Kubig.
I raised a Genesys case and they have asked to me test a setting in the JavaServerStarter.ini file to increase the max form content size by adding the line:-

-Dorg.eclipse.jetty.server.Request.maxFormContentSize=2000000

Do you have these settings under [JavaArgs] section in that file?

regards,
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Genesys CTI Technical Discussion / Re: Anyone still using Genesys On-Prem / Engage?
« Last post by Kubig on August 28, 2025, 09:00:55 AM »
I have just tried to export 750+ agents via GAX and haven't encountered any issue at all
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